Getting Paid Not To Work
28 April 2008
Do you want a quick response while on the phone with customer service? Should you? A new book by Bill Price and David Jaffe, The Best Service is No Se…
Survey: 3 Respondents Required
28 March 2008
11:48am - My email software, configured to check email every 5 minutes, receives the following: United Airlines - As one of our best customers, your…
Boeing: Whiner Extraordinaire
9 March 2008
Somehow the entire month of February slipped by without us having something to say about Boeing. Regular readers know that for the last two or three y…
Root Cause Customer Service
4 November 2007
Our friend Don Boundreaux, chair of the department of economics at George Mason University and blogger at Cafe Hayek, had an article in the Christian…
Harvard's Flying Pigs
28 October 2007
Pigs may soon be flying. We've thrashed the large b-schools quite a bit for ivory tower wisdom that usually promotes the glories of oursourcing, o…
Fluff and Project Management
4 October 2007
Each week I generally take a quick glance at the Business Week best seller list to see if there are any new or unusual books that might hold my intere…
Not-So-Lean Lego
28 September 2007
Bill and Kevin have blogged in the past about the efforts of new Lego CEO, and former McKinsey partner, Jorgen Vig Knudstorp to remake the company. (R…
What is your training threshold?
12 September 2007
I think we all know what the Law of Diminishing Returns is but for the sake of clarity I’ve included the wise words of Wikipedia to improve our unders…